DoD CIO ITSM Overview Enterprise Architecture Conference

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1 DoD CIO ITSM Overview Enterprise Architecture Conference April 14, 2011 Barbara McCain Enterprise Architecture & Infrastructure DoD CIO

2 What is IT Service Management (ITSM)? ITSM is the implementation and management of quality IT services that meet the needs of the organization ITSM service focused versus IT component focused This discipline is comprised of multiple frameworks such as: Information Technology Infrastructure Library (ITIL) Focused on aligning IT services with the organization s requirements and customer needs Framework contains 25 processes organized in 5 lifecycle phases Control Objectives for Information and related Technology (CoBiT) links business goals to IT goals focuses on governance ISO Provides the management processes required for the effective delivery, management, and maintenance of IT services Only framework that can grant certifications to organizations for complying to the standard 2

3 DoD CIO Strategic Vision Vision An optimized and interoperable DoD IT infrastructure environment that allows DoD users and mission partners to access, share, and act on information Goals Institutionalize IT infrastructure standards, processes, and a common lexicon to improve management of IT infrastructure investments and portfolios Maximize shared IT infrastructure to better support joint operations through consolidation and reuse of services Optimize information and services provided to the warfighter at the tactical edge for enhanced mission effectiveness UNCLASSIFIED 3

4 Current Environment Issues Current GIG does not provide a robust and comprehensive IT infrastructure to support a joint information environment The existence of multiple networks and their associated requirements create a heterogeneous environment requiring multiple integration points between domains Current DoD computing infrastructure is executed from a component-specific point of view Operational Impacts Hinders warfighter s ability to collaborate and share information across a diverse spectrum of operational requirements Unable to provide timely information for joint forces to effectively execute their missions across the full range of military operations Does not take into account the overall requirements of the DoD Enterprise and joint warfighter; Results in duplicative efforts Information and services are rarely developed beginning with the needs/limitations of the tactical environment Misaligned solutions that are either not consumable or never reach the warfighter at the tactical edge All of our bases, operational headquarters, and defense agencies have their own IT infrastructures, processes, and application-ware. This decentralized approach results in large cumulative costs, and a patchwork of capabilities that create cyber vulnerabilities and limit our ability to capitalize on the promise of information technology. Dr. Robert M. Gates, Secretary of Defense, August 9, 2010 UNCLASSIFIED 4

5 Why is ITSM needed in the DoD? Allows the DoD to identify and apply ITSM frameworks, such as ITIL consistently across the department Provides a common service management lexicon and processes, which can be utilized by all DoD Components to standardize their services and operations Common Service Portfolio/Service Catalog applied to existing acquisition/budget tools provides for improved budget transparency for department leadership Ensure that acquisition of services is aligned to the strategic goals and IT consolidation efforts Creates an environment to provide consistent quality and delivery of services to the Warfighter 5

6 Defense IT Infrastructure Library (Defense ITIL) Defense ITIL was an effort that provides guidance on IT Service Management (ITSM) and process standards in order to reduce redundancy and enhance the consistency and quality of services delivered to Warfighters This effort is fully aligned to IT Consolidation Roadmap efforts by providing a common lexicon of services, service levels, and overall terms and definitions Based on ITIL v3 that leverages ITSM best practices Institutionalizes a common language to capture and analyze information about IT services, processes and roles and responsibilities Standardizes service delivery processes across the Defense Information Enterprise UNCLASSIFIED 6

7 Defense ITIL Products Created Service Catalog (memo signed 04/12/2010) Identified, defined and adjudicated Service Catalog which has defined six service categories; Provides input to other initiatives, such as Information Technology Infrastructure Optimization Reference Architecture (ITIORA) as well as basis for improving Defense Information Portfolio Repository (DITPR) and Select & Native Programming (SNAP)-IT, improvements support better decision making and input into POM planning Service Operations (memo signed on 04/12/2010) Documented, adjudicated level A process guidance for 5 ITIL Processes; Additional ITIL Processes are in progress. Service Design (memo signed 10/30/2010) Documented, adjudicated level A process guidance for 7 ITIL Service Transition (awaiting signature for 7 processes) Documented, adjudicated level A process guidance for 7 ITIL 7

8 Defense ITIL Successes in 2009/ Timeline Defense ITIL has created a large active stakeholder group with more than 100 Stakeholders Service Operations (5 Processes) CIO Memo signed on 04/16/2010 Service Design (7 Process) Completed and Submitted. Memo signed 10/30/2010 July 2009 January 2010 March April May Jul/Aug Initiated the Defense ITIL effort to start the Service Catalog Service Catalog CIO Memo signed on 04/16/2010 Service Transition (7 Process) awaiting signature 8

9 Process Guidance Levels of documentation Best Practices (ITIL& COBIT) DoD policy & guidance High-level processes Detailed processes Tactics, Techniques and Procedures (TTP) Quality Records (forms/test plans, etc.) Event Mgmt Incident Mgmt Request Fulfillment Problem Mgmt Access Mgmt Service Catalog Mgmt Service Level Mgmt Capacity Mgmt Availability Mgmt IT Service Continuity Mgmt Info Security Mgmt Supplier Mgmt Transition Plan & Support Change Management Service Asset and Configuration Mgmt Release & Deployment Mgmt Service Validation & Testing Evaluation / Knowledge Mgmt Financial Mgmt Service Portfolio Mgmt Demand Mgmt 7-Step Improvement Process Service Measuring Service Reporting 9

10 Point of Contact Defense ITIL Government Lead: Barbara McCain, ITIORA Government Lead: Tom Lam, 10

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